Customer Service Project
Resume:
SUMMARY
. Strong project management and analytic skills used for supporting a
multimillion dollar transaction processing program through planning,
designing, developing and implementing over 15 program enhancements
and 1 full system upgrade/migration in a 3 year period
. Experienced in direct client relations and cross-departmental
negotiations
. Passionate problem solver with an eye for simple solutions to
complex issues
SKILLS
. Microsoft Office Suite (Project, Excel, Word, Visio)
. EDI
. Oracle
. Forms 4.5
. Bugzilla
. EditPlus
. Web-based Applications
. Secure CRT
. XML
. PCI Compliance/ Bank Card
. Photoshop 6.0
. Adobe Acrobat Standard 8.0
. SQL queries
EXPERIENCE
MULTI SERVICE CORPORATION, Overland Park, KS, May 2003-Present
Business Analyst/ Senior Project Coordinator (June 2008 - Present)
. Intimate knowledge of transaction processing for both private label
and business charge card programs. Aware of the necessary database
structure and system processes required to support transaction
submission, pricing, processing, billing, and payment
. Serve as client liaison; responsible for working with external
customer to devise solutions and enhancements, encouraging increased
program participation and customer loyalty
. Control project planning from scope and design through coding and
into production release utilizing collaborative meetings, status
reports, and project tracking through Bugzilla and Microsoft Project
. Adept at handling changing priorities and working with clients,
users, and technical teams regarding any concerns with system
performance
. Conduct cost/benefit analysis by running queries, gathering data, and
conducting surveys regarding potential system solutions to ensure
feasibility of project. Familiar with simple SQL queries across
multiple databases for information acquisition
. Facilitate company-wide process enhancements by identifying process
flow improvements and technological solution to reduce work
complexity and duration
. Managed multiple EDI projects utilizing EDI810, EDI997, EDI824,
EDI820 and EDI864 files. Familiar with VAN, AS2, FTP and sFTP
connectivity with trading partners including Inovis, GXS, and Xign
. Maintain external website functionality and execute enhancements.
Familiar with Perl based web design utilizing CSS and JavaScript
. Create all client-initiated project documentation including scope,
proposals, external business documentation, internal business
documentation, testing scripts and training guides
. Utilized Microsoft Project to monitor and control full system
migration from RHEL3 to RHEL5 by creating tasks, assigning resources,
and tracking progress
Customer Service Supervisor (Sept 2005 - June 2008)
. Customer Service Manager requested internal transfer from Government
program due to extensive customer service and program implementation
experience
. Worked as subject matter expert for screen design and functionality
on project implementations
. Stabilized department during time of high turnover
. Managed 6 processing programs across multiple truck and trailer
manufacturers, generating a combined annual transaction processing
total of over $60MM
. Trained employees to work across various program and platform types
. Performed Quality Control
Program Coordinator for Government Fuel card (June 2005 - Sept 2005)
. Reorganized flow of tracking for all program issues and enhancements,
reducing dual work and increasing proper prioritization of problems
. Created cross-department meetings to ensure user involvement and
agreement in all system enhancements
. Played crucial role in redesigning several system screens to improve
functionality and efficiency
Quality Control for Processing Program (May 2004 - June 2005)
. Handled all Quality Control for processing program with annual
processing total of over $450MM. Tracked all system recycles and
approved production releases
. Informed multiple department of enhancements by scheduling routine
training sessions utilizing PowerPoint presentations and training
manuals
. Ran building tour and presentation for client visits
. Created all test documentation and work flow process for recycles
Customer Service Representative (May 2003 - May 2004)
. Handled account setup and maintenance for over 2000 customers and 600
dealers across North America
. Served as point of contact for customer and dealer transaction issues
including invoice research, transmission of missing transactions, and
assistance with statements and website
. Negotiated billing disputes and generated adjustment paperwork
EDUCATION/AFFILIATIONS
UNIVERSITY OF CENTRAL MISSOURI - Warrensburg, MO
. Bachelor of Science in Rehabilitation Psychology
CERTIFIED PROJECT MANAGEMENT PROFESSIONAL - PMP
PMI MID-AMERICA CHAPTER - MEMBER
PROFESSIONAL REFERENCES
Jeff Loskosky, Multi Service Corp
. Former Customer Service Manager
Rebecca Ramaglia, Multi Service Corp
. Former Project Management Department Manager
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